2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”
Balto
APRIL 20, 2023
For example, those that did layoffs cared slightly less about customer satisfaction and customer retention than those who did not do layoffs — and significantly less about net promoter score (NPS). Figure 13: Breakdown of AI Tool Utilization and Attitudes In 2020, the global market for AI in contact centers was estimated at $1.1
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